Customer Service Rep II- Pensacola

Requisition ID:  83314 

Florida Power & Light Company is America’s largest electric company, providing clean, affordable, and reliable electricity to more than 12 million people in Florida. We operate one of the cleanest power generation fleets in the U.S. and our reliability is among the best in the nation. Our goal is to achieve Real Zero carbon emissions from our operations by 2045 by expanding our solar capacity, increasing battery storage and bringing new renewable energy opportunities to Florida, while improving customer affordability and reliability. Are you interested in becoming a game-changer in the energy industry?  Join our world-class team today! 

 

Position Specific Description

Florida Power & Light Company is the largest energy company in the U.S. based on retail electricity produced and sold. Serving over 5.8 million customer accounts and supporting more than 11 million residents across Florida, we  provide clean, reliable and affordable electricity.  FPL is a subsidiary of NextEra Energy, Inc. (NYSE: NEE), headquartered in Juno Beach, Florida. NextEra Energy is a leader in sustainability, ethics and diversity, and has been ranked No. 1 in the electric and gas utilities industry  in Fortune’s 2020 list of “World’s Most Admired Companies.”

Kick off your customer service career with us today and join a team recognized as leaders in the Industry!

 

Compensation:
Start at $18 an hour.
 
Work & Training Address:
500 Bayfront Parkway Pensacola, FL 32502. Candidates will be required to conduct training and report daily to this location. This position is 100% on site.
 
Training:
Comprehensive Training program provided. Training will be Monday – Friday 8am – 5pm with anticipated start date of November 2024. Training is mandatory and candidates will be required to attend all training without exception.

 

Work Schedule upon completion of training - 40 hours weekly

Call Center hours are 6:00am to 10:00pm Monday – Friday and Saturday from 6:00am to 4:00pm. Rotating shift work is required. Overtime may be available based on business need. 

 

Benefits:
401k Retirement plan
Pension
Life Insurance
Medical/Dental/Vision/Legal plans
Health Savings account
Flexible Spending Account
Paid Vacation/Holidays
Employee Assistance Program
Tuition reimbursement
Tuition loan repayment
 
What We Are Looking For:
Self-driven individuals
Excellent communication skills (friendly, courteous, helpful)
Ability to resolve customer issues by using problem solving skills
Reliable/Dependable
High Integrity/positive attitude
Flexible/Adaptable 
Strive for excellence
 
About the Position:
As an essential part of our company you will provide exceptional customer service to over 500,000 of our valuable customers in Northwest Florida.
 
We provide comprehensive training to ensure our Customer Service agents are prepared to deliver an exceptional customer experience. In this role, you will handle incoming calls regarding power outages, billing, new service connection and more. Our state of the art technology offers quick and real-time information to ensure our customers’ inquiry is resolved on the first call.
 
Key Responsibilities:
Engage directly with customers for various inquires including billing questions, power outages, energy education and resolution. 
 
Research and problem solve to determine suitable actions, ensuring solution-driven results and proactive follow up for one call resolution.  
 
Create emotional connections by listening to customer needs, applying active listening skills and showing empathy.   
 
Embrace challenges and demonstrate capacity for growth. We encourage and welcome improvement opportunities within a culture of transparency, openness and trust.
 
Engage with team members, supervisors and other employees across various levels of the Organization, utilizing virtual collaboration tools such as Teams, Webex, and webcams to foster positive workplace relationships. 
 
 

Job Overview

Employees in this role provide some decision making to respond to and resolve non-routine customer requests, inquiries and complaints about billing, policies, and other matters using basic knowledge of corporate procedures and policies when handling customer requests. This position emphasizes public relations and effective revenue risk management.

Job Duties & Responsibi